Topic-Level Outline
Days: 0.5
Prerequisites: None
Unit 1: Telephone service fundamentals
Topic A:0 Good telephone service
A-1: Discussing the benefits of good telephone service
A-2: Discussing the guidelines for good telephone service
Topic B:0 Attitude and interpersonal skills
B-1: Maintaining a positive attitude
B-2: Using your voice effectively
Topic C:0 Greeting customers
C-1: Identifying types of customers
C-2: Greeting a customer
Unit 2: Effective call handling
Topic A:0 Identifying customer needs
A-1: Questioning the caller
A-2: Listening to the caller
A-3: Discussing guidelines for active listening
A-4: Confirming a caller’s request
A-5: Fulfilling a customer’s request
Topic B:0 Handling difficult calls
B-1: Identifying the source of a problem
B-2: Solving the problem
B-3: Recognizing an angry caller’s needs
B-4: Handling an angry caller effectively
B-5: Closing a call effectively